Key Account Customer Service Officer - #1104101

Key Responsibilities:

• Assist to investigate and resolve escalated inquiries or complaints related to client parcels / shipments, such as delayed, misplaced, damaged shipments and pending of documentations required.
• Coordinate with relevant departments , including operations, logistics, and warehouse, to identify and rectify the cause of issues.
• Provide solutions to resolve challenges while ensuring minimal impact on clients.
• Being the point of contact for escalated cases, ensuring to provide clear and timely updates to clients.
• Demonstrates professionalism and empathy when handling challenging situations.
• Proactively identify recurring problems and suggest process improvements to prevent future occurrences.
• Maintain accurate documentation of escalated cases, resolutions, and follow-ups.
• Work closely with relevant departments to ensure smooth consistent service delivery.
• Provide feedback and insights to improve overall customer care processes.
• Assist with any other duties or projects assigned by the reporting officer.